Refund Policy

Effective Date: March 27, 2026  |  Last Updated: March 27, 2026

1. Overview

This Refund Policy applies to all orders placed through our website at ranchpizza.digital, by phone, or in person at our establishment. By placing an order with Ranch Pizza, you agree to the terms outlined in this policy. We encourage you to read this document carefully before completing your purchase.

Because we deal in perishable food items, our refund policy is tailored to address the unique nature of food service. We aim to be fair, transparent, and responsive to all customer concerns.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following conditions:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong toppings, wrong pizza size, or wrong menu items).
• Missing Items: One or more items from your order were not included at the time of delivery or pickup.
• Poor Food Quality: The food delivered was undercooked, overcooked, spoiled, or otherwise not meeting reasonable quality standards.
• Food Safety Concerns: The food received contained foreign objects, allergens not listed in the description, or posed a potential health risk.
• Significant Delivery Delays: Your delivery was significantly delayed beyond the estimated time provided at checkout, and the food arrived in an unsatisfactory condition as a result.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Order Not Delivered: Your order was confirmed and paid for but never arrived and cannot be located.

All refund requests are subject to review and verification. Ranch Pizza reserves the right to request photographic evidence or other documentation to support your claim.

3. Non-Refundable Items and Situations

Certain situations and items are not eligible for refunds. Please review the following carefully:

• Change of Mind: Refunds will not be issued simply because you changed your mind after the order was prepared or dispatched.
• Customized Orders: Orders that were specifically customized at your request (e.g., specific toppings, dietary modifications) are generally non-refundable unless there was an error on our part.
• Consumed or Partially Consumed Items: Food that has been substantially consumed before a complaint is raised is not eligible for a full refund.
• Late Complaint: Complaints raised more than 24 hours after the order was received will not be considered unless exceptional circumstances apply.
• Promotional or Free Items: Items provided free of charge as part of a promotion or loyalty reward are not eligible for cash refunds.
• Delivery Fees: Delivery fees are generally non-refundable unless the non-delivery was due to our error.
• Third-Party Delivery Errors: If your order was placed and fulfilled through a third-party delivery platform (e.g., DoorDash, Uber Eats, Grubhub), their respective refund policies may apply. Please contact those platforms directly for such orders.

4. Timeframes for Refund Requests

Timely reporting is essential when dealing with perishable food products. The following timeframes apply:

We strongly encourage customers to report issues as soon as possible. Delays in reporting may affect the outcome of your refund request.

5. How to Request a Refund — Step-by-Step

Follow the steps below to submit a refund request:

1. Step 1 — Gather Your Information: Before contacting us, collect the following details:
   • Your order number or confirmation email
   • The date and time of your order
   • A description of the issue (e.g., missing item, incorrect order, quality concern)
   • Photographs or videos of the food or packaging, if applicable
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: ranchpizza.digital
   Please use the subject line: "Refund Request – [Your Order Number]"
3. Step 3 — Provide Details: In your message, clearly describe the problem, attach any supporting evidence (photos, screenshots of payment), and state your preferred resolution (refund, replacement, or store credit).
4. Step 4 — Await Confirmation: Our team will acknowledge your request within 1–2 business days and may follow up with additional questions to process your claim.
5. Step 5 — Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and initiate any applicable refund or replacement within the timeframes specified in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on your original payment method:

Please Note: Processing times may vary depending on your bank or financial institution. Ranch Pizza is not responsible for delays caused by third-party payment processors or banking institutions once the refund has been initiated on our end.

7. Partial Refunds

In certain circumstances, Ranch Pizza may issue a partial refund rather than a full refund. Partial refunds may apply in the following situations:

• Only a portion of your order was incorrect or missing, and the remainder of the order was satisfactory.
• The food quality issue affected only part of your order.
• You have already consumed a significant portion of the order before raising a complaint.
• The item in question was part of a bundle or combo deal, and only one component was problematic.
• A delivery delay affected only a portion of the order (e.g., some items were cold upon arrival).

The amount of a partial refund will be determined at our discretion based on the nature and extent of the issue. We will always communicate the reasoning behind any partial refund decision.

8. Replacement and Exchange Policy

In many cases, Ranch Pizza may offer a replacement order rather than a monetary refund, particularly for issues such as incorrect or missing items. Here is how our exchange and replacement policy works:

• Replacement Orders: If your order arrived incorrect or incomplete, we will prepare and dispatch a replacement at no additional charge, subject to availability and operating hours.
• Exchange for Store Credit: If a replacement is not feasible (e.g., we are outside operating hours or the kitchen is closed), we may offer store credit of equivalent value, redeemable on your next order.
• No Item Swaps Without Cause: We do not accept exchanges for items simply because you changed your preference after the order was placed.
• Defective or Unsafe Items: If a food item poses a health or safety risk, we will always prioritize offering a full replacement or full refund, whichever you prefer.

9. Cancellation Policy

Because food preparation begins shortly after an order is placed, our cancellation window is limited. Please review the following:

• Online Orders: To cancel an online order, contact us immediately by email at [email protected] or by visiting ranchpizza.digital. Prompt action is necessary.
• Phone or In-Store Orders: Cancellations for phone or in-store orders must be communicated directly to our staff immediately after placing the order.
• Orders Already in Preparation: Once preparation has begun, cancellation is no longer possible, and no refund will be issued except in the event of an error on our part.
• Catering or Bulk Orders: Cancellations for catering or large group orders must be made at least 48 hours in advance. Cancellations made within 24 hours of the scheduled pickup or delivery time may be subject to a cancellation fee of up to 50% of the order value.
• Approved Cancellations: If your cancellation is approved, you will receive a full refund processed according to the payment method timelines outlined in Section 6.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Ranch Pizza provides a structured dispute resolution process to ensure your concerns are addressed fairly.

Step 1 — Internal Escalation

If your initial refund request was denied or you disagree with the resolution offered, you may escalate the matter by sending a written appeal to [email protected] with the subject line: "Refund Dispute – [Your Order Number]". Please include all relevant documentation and a clear explanation of why you believe the original decision was incorrect. Our management team will review your appeal within 5 business days.

Step 2 — Mediation

If the internal escalation does not resolve your concern, both parties may agree to engage a neutral third-party mediator to resolve the dispute. The costs of mediation will be shared equally unless otherwise agreed.

Step 3 — Legal Remedies

If all other avenues have been exhausted, you retain the right to pursue legal remedies available under applicable United States federal and state consumer protection laws, including but not limited to:

• The Federal Trade Commission Act (FTC Act), which protects consumers against unfair or deceptive business practices.
• State consumer protection statutes applicable in your state of residence.
• Filing a complaint with the Better Business Bureau (BBB) or your state's Attorney General office.

Chargebacks

We encourage customers to contact us directly before initiating a chargeback with their bank or credit card provider. Most issues can be resolved quickly through direct communication. Initiating a chargeback without first contacting us may result in delays and complications. However, we fully respect your right to pursue chargebacks through your financial institution where warranted under applicable law.

11. Consumer Rights Under U.S. Law

As a customer in the United States, you are protected by various federal and state consumer protection laws. This policy does not limit or waive any rights you may have under:

• The Federal Trade Commission Act (FTC Act) — protects against unfair or deceptive acts in commerce.
• The Magnuson-Moss Warranty Act — governs warranties on consumer products.
• State-specific food safety and consumer protection regulations applicable in your jurisdiction.
• If you are a California resident, you may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) regarding how your personal data is handled in connection with your transactions.

Nothing in this Refund Policy shall be construed to limit or exclude any statutory rights you are entitled to under applicable law.

12. Policy Updates

Ranch Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at ranchpizza.digital with an updated effective date. We encourage customers to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the revised policy.

13. Contact Information

For all refund requests, questions, or concerns related to this policy, please contact us using the information below: